To enhance your support experience, we've introduced the Access Digital Assistant, which is designed to provide quick, seamless assistance whenever you need it.
Our dedicated support team remains available for more complex or technical issues.
Benefits of the Digital Assistant
Instant Assistance: Quickly find answers to common tasks within your software.
Convenient Access: Open knowledge articles directly from your software, saving you time.
24/7 Availability: Get help anytime, day or night.
Use the Access Digital Assistant
To use the Access Digital Assistant, follow these simple steps:
Log into Adam SProc, click the Digital Assistant icon
.Click Ask a question and type in your query. The Digital Assistant will search the knowledge base to return a suitable answer.
The Access Digital Assistant provides an answer, or escalates your issue to the team if required. If a ticket needs to be created outside of the chat, we’ll handle that for you.
Tickets
If your query needs to be investigated into further, the support agent will create a ticket for you.
You'll only be able to see the tickets tab on your digital assistant once a ticket has been created for your query.
All your tickets will be visible within this section:
When you click into the ticket, you'll be able to see further details of your ticket.
You can click View conversation to continue communicating with the support agent, if you require an update or need to provide more information to them.
Status updates for your ticket can also be seen at the very top:
Demo video
See the following video guide on how to access our Digital Assistant:
Frequently asked questions
Question | Answer |
Can I raise multiple issues in a single in-app chat? | We recommend raising one issue per conversation, just as you would with support cases. This helps both you and our team keep track of each issue more effectively. If you have additional issues to address, please start a new conversation for each one. |
Can I speak directly to an agent? | Our Access Digital Assistant is available 24/7 and can help with most queries instantly. It uses our complete help centre content and learns from thousands of successful customer interactions to provide quick, accurate answers. The Assistant is regularly updated with the latest solutions and can often resolve technical issues without you having to wait for an engineer. If your situation requires specialised support, our team is available to help. Many customers find the Digital Assistant is the fastest way to get answers for common queries and troubleshooting. |
What does this mean for me? | All your support activities are now accessible directly within the product. You'll be able to get assistance from the Digital Assistant, use In-App Chat, access help guides, and cases will be raised on your behlf, if require, without leaving the application. |
Can I still use the portal to raise cases? | No, all case management is now handled through the in-app messenger within the product. |
Will I lose access to my existing support cases? | No, the team are handling all existing cases until resolution. |
Can I add collaborators onto a ticket? | You can ask the agent to add in more participants to your conversation/ticket. You can also CC the collaboarator/participant into the email that you would've recieved when an agent has responded to your query, and they will then added to the conversation. |
Where will resolved tickets be recorded? | For resolved queries, a closed case record will be created for your records and future reference. You'll be able to see these in your customer success portal, within the resolved cases section.
On your digital assistant, you'll be able to see all your tickets within the tickets tab. |
How do I contact support for billing queries? | Billing enquiries continue to be available through your Support Portal. |
What if I have a Standard or Premier plan? Can I still call support? | Yes, phone support remains available for Standard and Premier plan customers. |
What are the support hours for in-app chat? | In-app chat is available Monday to Friday, 9:00am to 5:00pm GMT or BST. |
What if I need help outside in-app chat hours? | You can use the 24-hour Access Digital Assistant. Conversations requiring the support team will be put into a queue and the support team will respond during business hours. |
What can the Digital Assistant help me with? | Access Digital Assistant is a conversational support tool that answers questions and provides guidance about using your product. It works like a virtual help desk, offering instant responses to common queries. |
Why can't I access in-app support? | If you or a colleague cannot access in-app support features such as Live Chat and the Access Digital Assistant, check the following:
|